What do hotel customers complain about? Text analysis using structural topic model

Publication date: June 2019Source: Tourism Management, Volume 72Author(s): Nan Hu, Ting Zhang, Baojun Gao, Indranil BoseAbstractThe ability to understand the causes of customers’ complaints is critical for hotels to improve their service quality, customer satisfaction, and revenue. This study adopts a novel structural topic model text analysis method to analyze 27,864 hotel reviews in New…

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